Melanie S Esprit
Project Manager
Wembley,Middx
Summary
Resourceful Project Manager with 11 years of expertise in organising business operations, resource management and scope management to achieve smooth flow and project operations. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems and providing targeted solutions. Qualified in PRINCE2 and has some knowledge of APM PMQ.
Overview
25
25
years of professional experience
1
1
Certification
Work history
Project Manager
Dolphin Dynamics Ltd
London
09.2012 - Current
- Managed customer projects (various sizes)
- Developing comprehensive project plans for customers including customer discovery phases, new implementations and new modules
- Creating and monitoring UAT cycles and time & materials items
- Actioned customer feedback to promote continued service improvement.
- Deescalated internal conflict and implemented motivational techniques.
- Oversaw tasks with accurate calendar management.
- Tracked and reported on project activity to the project team and stakeholders
Training Manager
Dolphin Dynamics Ltd
London
01.2012 - 09.2012
- Managed a team of 3
- Designed training modules for strategic business practices and organisational behaviour training concepts.
- Developed and updated training manuals/tools
- Created testing and evaluation procedures.
- Monitored training costs to maintain budget.
- Designed internal training sessions on topics such as active listening
Training and Support Specialist
Dolphin Dynamics Ltd
London
12.2005 - 12.2012
- Initially worked as part of a team in first line support to respond to customer software enquiries/issues
- Moved to second line support
- Notified customers of planned outages
- Moved into coaching/training then started a hybrid support/training role
Travel Manager
International SOS
London
08.2003 - 12.2005
- Worked as part of the 24 hour call centre, assisting with insured customers needing repatriation due to medical issues/emergencies
- Travel agent to the business and its employees for all business related travel (travelling to different offices, non-UK based employees returning home for holidays, hotel reservation for visiting employees etc)
- Negotiated contracts with various travel providers and hoteliers
- Initially employed for maternity cover, however this was extended to a permanent role
Senior Support Analyst
Galileo
London
03.1998 - 03.2005
- Managed and prioritised allocated incoming support tickets.
- Responded to incidents on-site, providing precise time estimations and managing customer expectations.
- Became a product specialist and worked on particular projects - mainly on the topic of "y2k" and its impact
Education
BTEC National Diploma - Travel and Tourism
Ealing, Hammersmith and West London College
London07.1993
Skills
- Project Management
- Project planning and development
- MS Office
- Training and development
- Analytical problem solving
- Technology integration
Certification
- PRINCE2 - Practitioner
Timeline
Project Manager
Dolphin Dynamics Ltd
09.2012 - Current
Training Manager
Dolphin Dynamics Ltd
01.2012 - 09.2012
Training and Support Specialist
Dolphin Dynamics Ltd
12.2005 - 12.2012
Travel Manager
International SOS
08.2003 - 12.2005
Senior Support Analyst
Galileo
03.1998 - 03.2005
BTEC National Diploma - Travel and Tourism
Ealing, Hammersmith and West London College
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